BU Research Blog

Julie Robson (Department of Marketing) and John Toth (Department of Leadership, Strategy and Organisation) have recently published a new text on customer service and ethics.

The book focuses on the insurance loss adjuster market and is believed to be the first to provide the reader with an understanding of the importance of good customer service and sound business ethics in a loss adjusting context. Customer service topics include when customer service takes place, its benefits and different forms; how to measure and manage service quality, including response to complaints; and the impact of the Consumer Rights Act 2015 and the FCA’s Treating Customers Fairly. Business ethics topics includes the ethical theories, ethical decision making and ethical dilemmas; in addition, the text explores how ethical organisations are built in a diverse and global environment, including aspects such as corporate governance, corporate social responsibility and whistleblowing.

Loss adjusters investigate large or complicated claims for insurance companies and seek to resolve claims in a fair manner. Both customer service and ethics are recognised as important to this sector and the hallmark of a modern profession

Produced in association with the Chartered Insurance Loss Adjusters (CILA) and published by Witherby Publishing Group the text is recommended to students undertaking CILA professional examinations.